Product Success and Operations Supervisor / Human Services Supervisor 3

Working Title: Product Success and Operations Supervisor

Job Class: Human Services Supervisor 3

Agency: Human Services Dept

• Job ID: 83961
• Location: St. Paul
• Telework Eligible: Yes
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 02/06/2025
• Closing Date: 02/19/2025
• Hiring Agency/Seniority Unit: Human Services Dept / DHS Central Office MMA
• Division/Unit: Department of Human Services (DHS) / Office of Inspector General (OIG) DSAI Prod Experience & Ops
• Work Shift/Work Hours: Day Shift / 8:00 a.m. - 4:30 p.m.
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $37.60 - $54.16 / hourly; $78,508 - $113,086 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 216 - Middle Management Association/MMA
• FLSA Status: Exempt - Executive
• Designated in Connect 700 Program for Applicants with Disabilities: Yes
  
  

The Department of Human Services (DHS) is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DHS does not participate in E-Verify.

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

• Telework (within Minnesota or neighboring States) and flexible hours options are available with a required in office meeting monthly.
  
  

This position supervises one half of the Office of Inspector General’s (OIG) Product Success and Operations Unit in the Digital Services, Analytics, and Insights Division (DSAI), overseeing the more complex and novel work of the unit. The incumbent implements strategy and leads a unit that enables user success and satisfaction through inquiry resolution and proactive development of knowledge articles and user supports. The incumbent also collects and utilizes product experience and user behavior data as a strategic asset to understand customer journey pain points. In addition, the incumbent recommends improvements to optimize the user experience, conducts product quality assurance and user acceptance testing, and supports operations for the entire OIG Digital Services, Analytics, and Insights Division. The incumbent is a leader with a growth mindset passionate about leading a team to continually improve the end-to-end product experience and operations for our digital services. The incumbent is crucial to assure that our products meet and exceed customer expectations while also ensuring their team operates in an efficient and effective manner.

This role will be expected to manage the relationship and collaboration between internal product success teams and external users on large experience challenges. Because of this, the incumbent of this position will be responsible, at times, for leading the work of the other supervisory position, which focuses on smaller and simpler user experience challenges.

The incumbent will provide:

• Provide leadership, direction, operational guidance and execution to half of the DSAI Product Success and Operations Unit.
• Manage the work and provide supervision and support to a team of product experience professionals to ensure the delivery of high-quality, user-centered product and operational support for the OIG Provider and Agency Hub product group.
• Develop and implement approaches to optimize omni channel product operations assuring scalability and efficiency through customer pain point identification and resolution, product quality assurance practices, feedback integration, user knowledge article development and curation, and performance metric development and monitoring for Department of Children Youth and Families and Department of Human Services, Office of Inspector General products on the Salesforce platform.
• Assist the Manager in leading and oversee operations, partner management, and administrative, functions of the Digital Services, Analytics, and Insights Division (DSAI).
• Assist in executing DSAI division-wide projects and continuous improvement, strategic planning, and innovation initiatives.
  
  

Minimum Qualifications

• To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.**
  
  

Demonstrated leadership experience*

• Leadership experience can include:
• Experience as a supervisor, lead worker, team lead, project lead;
• Completion of a State of Minnesota leadership program (e.g. ELI, L4);
• A paid/unpaid position leading a program or chairing a committee (e.g. ERG) - experience must include:
• 1 year of experience identifying issues, goals and strategic actions
• 100 hours per year time commitment
  
  

AND

Four (4) years of professional experience in managing omni-channel product operations, customer success management, and/or product lifecycle processes.

Experience must demonstrate the following:

• Develop methods to use customer success contact insights to tailor user experiences and meet individual product needs.
• Develop and maintain Key Performance Indicators (KPIs) to ensure product reliability and performance.
• Identify areas for improvement and implementing process enhancements.
• Experience with User Acceptance Testing.
  
  

Preferred Qualifications

• Exceptional project and management skills to oversee multiple projects, manage timelines, budgets, and resources, and ensure on-time delivery.
• Familiarity with agile principles and frameworks (e.g., Scrum, Kanban) to foster a collaborative, iterative approach to product development.
• Knowledge of data governance practices, including privacy, security, and compliance with relevant laws and regulations.
• Familiarity with labor agreements, supervisory practices, and employee development to lead a high-performing team.
• Ability to mentor and coach team members, providing guidance and support to help them achieve their professional goals.
• Skills in negotiating contracts, managing vendor relationships, and resolving conflicts in a collaborative and constructive manner.
• Ability to analyze complex data, identify trends, and make data-driven decisions to enhance product experience and operational efficiency.
• Strong skills in identifying areas for improvement, implementing process enhancements, and fostering a culture of continuous learning and development.
• Proficiency in using technology tools, SaaS products such as Salesforce, Qualtrics, Quantum Metric, Tableau, project management software, analytics platforms, and content management systems, to support operations and innovation.
• Ability to adapt to changing circumstances, pivot strategies as needed, and remain resilient in the face of challenges.
• Excellent verbal and written communication skills to effectively share knowledge, collaborate across units, and present findings to stakeholders.
• Variety of experiences working effectively with others from different backgrounds and cultures.
  
  

Additional Requirements

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

How To Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about the position, contact Matthew Gray at Matthew.Gray@state.mn.us.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Carolyn Rice at carolyn.rice@state.mn.us.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Human Services’ ADA Coordinator at 651-431-4945 or DEPARTMENT OF HUMAN SERVICES_ADA@state.mn.us for assistance.

About Human Services Dept

WE MAKE A DIFFERENCE! The Minnesota Department of Human Services impacts the lives of 1.7 million people every year, helping them meet their basic needs so they can achieve their highest potential.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth
  
  

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being
  
  

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
  
  

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
  
  

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Applicants With Disabilities

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.